We surprised to learn that the hotel pool was not heated. It was too bad; we and other hotel customers could not used the beautiful extremely large pool. There were lots of special events sometimes more than one a day while we were there (weddings, etc) and the event security did not allow us to use the regular parking lot entrance. We had to walk around the building to enter from the front door and it was a long hike and an unwelcomed inconvenience. I think that the hotel makes more money from these events and pays more attention to these events than their regular hotel customers. Thus the customer service was poor while we were there during the New Year’s week 2010.
We arrived at the hotel at noon and were told that the room was not ready. We understood that since the official check in time was at 3PM and we were told that they would call us at our cell phone when the room was ready. We never received a call and we stopped by in person at 3:00 PM to check if our room was ready. It was not ready and we were told to be ready soon. Between 3:00PM and 7:00PM, we checked at least 3 more times if the room was ready and it was not. After we had dinner on the Miracle Mile, I finally demanded a room immediately and they gave us a room at 7:15PM. After what I know now, I should have demanded this at 3:00PM but I was trying to be a gentleman. This is how this hotel's customer service is.
The rooms at this hotel are small and odd shaped since it was built in the 1920s. The rooms are poorly furnished for a four-star hotel and the beds are small as well. We booked a king-size bed and got a queen-size bed, it seemed that it may not have been even a queen size bed. The architecture, lobby and courtyard are the best part of the hotel and are beautiful. But you do not have to stay at this hotel to enjoy these. Thus I would recommend the restaurant at the courtyard as the service was a five star’s and the food was excellent. But I would not recommend this hotel a romantic getaway! Miami has great romantic hotels and I would recommend any of them including the Ritz Carlton Key Biscayne.